Below are the 4 IT Helpdesk Specialists, 1 Training and Development Specialist & 4 IT Support Engineers with Zoho CRM & other systems experience. The Thor Group® provides other financial / accounting leaders who know your industry & systems on a consulting, contracting or direct hire basis.

Could your organization use a computer support/IT helpdesk specialist with Zoho CRM, PeopleSoft and SharePoint proficiencies, as well as experienced in IT services and digital media industries? Technical proficiencies cover Zoho CRM, PeopleSoft, SharePoint, Visio, ServiceNow, Remedy and SQL Basic Commands. Educational attainment includes Associate in Graphic Design. This individual obtained Certifications in A+, as MCP (Microsoft Certified Professional), as MCDST (Microsoft Certified Desktop Support Technician) and as STI Certified Helpdesk Professional.

Primary tasks of this computer support specialist included providing technical support to customers for a wide range of computer-related issues remotely or desk side and actively listening to customer problems and documenting them appropriately in ServiceNow Ticketing System. Conducting troubleshooting of hardware issues relating to PC and MAC CPUs and components (hard drives, sound cards, fans), monitors, keyboards, mice, speakers, printers, scanners, digital senders and any other IT supported devices was also handled. Key roles covered configuring IPad/iPhone OS, Android OS devices and Microsoft OS Devices, in addition to supporting cloud-based products such as: SharePoint, Skype for Business, OneDrive for Business, Zoho, AWS, Office 365 on internet and browser issues.

Contributions involved contacting vendor for advanced support via services contracts to resolve more complex proprietary issues, along with creating and maintaining login, email, VPN accounts, accounts for specific applications and password resets. Following up with customer was done to ensure problem has been resolved. This individual updated the ServiceNow knowledge base with process changes and recommended solutions. Conducting identification and troubleshooting custom and COT software related issues for all applications and imaging laptops and desktops systems using Acronis True Image, Ghost and Microsoft SCCM image feature were efficiently managed.

What can an IT helpdesk specialist with Zoho CRM, Zoho Assist and MS Dynamics Great Plains specializations, as well as work background in a medical group bring to your organization? Technical specializations involve Zoho CRM, Zoho Assist, MS Dynamics Great Plains, Crystal Reports, SharePoint Foundations and VMware. Educational background includes Bachelor of Science in Cybersecurity and Information Assurance (in progress), as well as course in Computer Operating Systems and Networking. This individual is an MCITP Enterprise Administrator, MCITP Enterprise Desktop Administrator and MCTIP Server Administrator.

Working with areas such as diagnosing and resolving technical hardware and software issues were some of the skills brought to the table by this IT helpdesk specialist. Duties covered setting up new and modifying end users in Active Directory. Assistance was provided in phone system support including assignment and maintenance of pagers and phone directories.

An additional responsibility consisted of maintaining the security system with end users. This individual answered incoming helpdesk requests.

Could the future success of your organization be helped by this IT helpdesk manager with Zoho CRM, Zoho Service Desk and ServiceNow competencies, as well as work experience in insurance, IT services and printing industries? Technical competencies involve Zoho CRM, Zoho Service Desk, ServiceNow, Access, SharePoint, Remedy, AS/400, Project and Visio. Educational attainment includes courses in Management Information Systems and Engineering. This individual obtained a Certification in ITIL v3 Foundation.

Important contributions of this IT helpdesk manager included managing multiple customer facing teams (tier I & II, phone intake, dispatch, training, documentation and local/desktop support) supporting internal customers in all areas. Issues and requests were received via phone, walk-up, email and chat. In addition, this specialist was directly responsible for locations/markets supported. All other support duties included all of the company’s 7000+ users. Management duties included hiring, monitoring of established metrics, mentoring/coaching and progressive discipline as needed. ITSM ticketing tools used were BMC (basic or striped down Remedy) and HP ServiceNow (HPSM). In HPSM, the job involved implementing service desk, incident, change, project and problem modules to better track tickets/issues and help spot trends.

Implementing training program for support team new hires, improvements to and enhancements of existing knowledge base was efficiently handled. In addition, this individual worked with and coordinated deployment packages with the EDM/desktop engineers for patches and application deployments. Processes and procedures were created to improve overall performance of agents and create a consistent customer experience. These included password SLA improvement from 50% to 99% and FDR (first day resolution) SLA increase from 60% to 90%.

Does an IT helpdesk specialist with Zoho CRM, Active Directory and SQL skills, as well as experienced in retail, financial services and telecommunications industries pique your interest? Technical knowledge involves Zoho CRM, Active Directory, SQL, Access and Remedy Ticketing System. Educational attainment includes Information Technology credits and CIS major.

Major responsibilities of this IT helpdesk specialist included managing, assisting and supporting the company network (setting up printers on the network, PCs, new software and applications). Managing the ticketing system, Microsoft 365 admin center and exchange active center to add or edit users’ profiles was one of the key roles. Troubleshooting printers, laptops, desktops, scanners and barcodes, as well as deploying new software and hardware (cabling, printers, label printers, scanners) were positive experiences brought to the business table. This individual set up and updated user licenses and permissions using Microsoft 365/Exchange Server.

Other jobs covered verifying and troubleshooting data flow between banks and working with AS/400 program to execute commands to fix issues related with the banking process. Aside from creating documents, procedures were organized for installations and updates. Clients were assisted over the phone with multiple issues related with connectivity between optical units and network. Installations were executed onsite (set up all hardware, mapping the network between optical units, PCs and the cloud). Maintaining or supporting the network, deploying updates (remotely, onsite), creating documents and organizing procedures for installations/ updates were completed. Stores were assisted over the phone with multiple issues related with POS, phone system, fax machines and printers. Remotely controlling POS was used to fix problems related with Xstore application, reports and inventory.

Does a training & development specialist with Zoho CRM, Zoho Books and Salesforce skills, as well as experienced in government, software and business services industries pique your interest? Technical knowledge involves Zoho CRM, Zoho Books, Salesforce, QuickBooks and data entry. Educational attainment includes BS in Public Relations (minor in Sociology) and AA in Speech Communications.

Major responsibilities of this training & development specialist included planning, development, implementation, as well as curriculum and lesson plans for training programs for department of aging and adult services. Part of the job was coordinating the needs of each training included but not limited to maintaining budget, room lay out requests, managing/reserving/ operating AV equipment/ materials, direct pay requests, reviewing speaker contracts, post training surveys and determining methods of instruction. Employee and organizational needs assessments were conducted, including gathering reports for online and post training surveys. Assistance was provided in the contract process for hiring external trainers, research pertinent subjects and literature to establish subject matter for future trainings or preview of instructional materials prior to the trainings to ensure subject matter was relevant to the audience.

The job covered locating and evaluating locations for future trainings. Maintaining, ordering and compiling inventory from previous trainings inclusive of accounting, budgeting and purchasing procedures were part of the functions. Other duties involved implementation of the senior wellness and resource fair, public guardian induction to DAAS, public guardian annual conference and numerous other trainings throughout the year.

Does an IT support engineer with Zoho CRM, Oracle SQL and Salesforce CRM proficiencies, as well as experienced in software and retail industries pique your interest? Technical knowledge involves Zoho CRM, Oracle SQL, Salesforce CRM, PL/SQL, Jira, Project, SQL, Tracking Software and Visual Studio.

Major responsibilities of this IT support engineer included providing both technical and application support to all software products (SmartAdvisor, SmartReports and CEP) and maintaining accounts for all internal users and all clients via Active Directory. Troubleshooting or resolving Citrix related issues and other connectivity or network outage issues were some of the key roles. Logging, providing accurate problem descriptions and assigning client issues via Salesforce CRM software were positive experiences brought to the business table. This individual researched, tested and escalated issues as needed by full gathering all necessary support documentation to identify potential defects or bugs. SQL Query statements were created or modified utilizing temp tables, joining multiple tables and updating data via Microsoft SQL. Assistance was provided in troubleshooting EDI (Electronic Data Interfaces) and Microsoft Biztalk errors. Part of the functions consisted of maintaining proficiency in different EDI formats such as Microsoft Biztalk, ANSI X12, 837/824, proprietary SA Standard XML or flat file. Other duties involved working with clients, implementation team, ASP team, data/network team, software engineers and QA as a whole to meet clients’ contractual SLA requirements.

Duties in another job also required providing both technical and application support to software modules. An additional task was logging, providing accurate problem descriptions, and assigning client issues via Zoho CRM and Salesforce software.

Could the future success of your organization be helped by this IT support engineer with Zoho CRM, MS Dynamics AX and Vtiger CRM skills, as well as work background in law enforcement, business services and telecommunications industries? Technical competencies involve Zoho CRM, MS Dynamics AX, Vtiger CRM, Jesta IS ERP, Active Directory and SharePoint. Educational attainment includes BS in Systems Engineering.

Important contributions of this IT support engineer included attending tech shows and seminars, as well as visiting potential customers to promote various products through the planning and development of networking projects to meet specific customer needs in order to achieve sales goals. The role of a purchaser for IT was assumed, effectively saving the company money by locating competitive vendors. Tasks covered supporting or maintaining the infrastructure and applications across the workplace portfolio, along with providing project management, network administration and support for company users under multi- platform Environment. Experience was acquired in CRM software (Zoho and Vtiger) to track and work on desktop support tickets such as hardware repairs; installation and software configuration were also completed, in addition to generating procedure guides for several task detecting, reporting and fixing any poorly performing systems.

Key roles in another job involved assisting the lead engineer in infrastructure and telecommunication projects, in addition to serving as lead on projects of structure cabling implementation, network, servers and Active Directory administration. Experience in virtualization, cloud computing, firewall administration and security systems was applied. Level 1/2 IT support was provided for helpdesk, networking, multi-platform hardware/software configuration, telecommunications/server administration, VoIP configuration, imaging, auxiliary support for SharePoint tasks related, managed storage systems and backups of company records.

What can an IT support engineer with Zoho CRM, as well as work background in telecommunications, restaurant and business services industries bring to your organization? Technical specializations involve Zoho CRM, Oracle, Access, SQL Server, Visio, Project, Kaseya, Remedy, Heat, Spiceworks, Zendesk, Slack, ServiceNow and Bomgar. Educational background includes AA in CIS Networking Specialist, minor in Programming, with additional courses on Leading Teams/ Organizations and on Cultural Sensitization. Besides having Certificate in Python Programming, this individual obtained certifications in A+ and CCNA.

Working with areas such as providing ongoing tier 3 engineering customer support and resolving diagnostic activities software issues reported by IoT devices in production were some of the skills brought to the table by this IT support engineer. Queries and automation were performed to monitor the device logs, then alerts were raised when required. One of the duties covered assisting the engineering and individual engineers with data collection activities. Wireless tools were used, including MARS, MTAS and ACSS to identify device connectivity issues, to monitor network logs and to proactively fix device authentication issues.

Responsibilities consisted of performing daily data analysis and data visualization of robots’ mission critical inventory tasks and utilizing Python programming to execute daily algorithms and commands for AI robot inventory missions. Onsite customer relationships were managed with multiple internal and external teams. Remote field support was assisted with onsite infrastructure, robot software set-up and support. Customers’ daily requests concerning the robot were answered. This individual installed lithium ion batteries and performed minor/ major repairs to robot hardware/ software.

Could your organization use an IT support engineer with Zoho CRM, as well as experienced in IT and business services industries? Technical proficiencies cover Zoho CRM, Linux, Python, SQL, MySQL, MongoDB, QlikView, GoodData and Web Servers. Educational attainment includes Internship in Cognitive Neuroscience, which dealt with the fundamental biology of cognitive neural processing with a special focus on the usage of lateral lobes for both memory and language processing.

Primary tasks of this IT support engineer included providing technical support for complex technologies in a challenging international environment and ensuring customers received the most positive experience possible. As a keystone of the company’s focus, cybersecurity was a subject that this individual was passionate about. Among other responsibilities, contribution to common knowledge sources such as Confluence, Zendesk help center, and internal tools was essential to operate consistently as a team. Using the OSI model, identifying, confirming and solving individual customer issues as concisely as possible led to success both for the customer and for own experience. Commonly used tools involved Atlassian Suite, Zendesk, Ubuntu, VMWare, AWS and ELK stack.

Contributions in other jobs involved handling technical escalations from front line engineers, resolving billing disputes and evaluating credit/refund requests. Providing run-the-business metrics on how support was doing, on a global scale, in addition to managing chat support as a product (available 24/7) were also managed. Functions covered coaching agents on teamwork, ensuring work-life balance and receiving/prioritizing feedback from the team. The job covered serving as liaison between multiple departments regarding the voice and stance of support as an organization.